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IntroducJonHamishPurdeyRobertWaltonCEOCOO
OurPureSaaSBackground cyHighlyregulatedPubliclylistedunJlacquisiJon gementPlaOorm 1,600customers,15,000Users8.6mCustomersAdvised 350m wned–HgCapital( �erent
lymaketherightdecisionsforthebusiness
21stCenturySofwareCompanyManagement ArtofthePossible
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DataDrivenEthos2Dataneedstobeaccessibletoeveryone
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l30 tools/20 APIstomanageourbusiness30 tools/20 etool
SaaSKeyDataModelMeetingBookingCorporate ITProjectManagementElectronicContractsReporting FrameworkPortal & ReportsTelephonyHR systemsDigital MarketingSuiteInfrastructureData Quality /InsightMonitoring & DataAnalyticsCustomer CRMCMDB andTicketingProductManagementApplication DataCustomer LMSIncidents / DeliveryPipelineKnowledgeSharingTimesheet/Revenue / BillingUserAuthentication ExternalSourcesEg DueDil /Companies HouseDirect / SDM (FCA)Social Media
hefollowingquesAonsthatchallengeusonadailybasis: HowcanwesurfaceinformaJonsothatpeoplecanself- ‐serve,therebyreducingfricJonofworkflow? ntheirjobs? tcausinganalysis- ‐paralysis? Whatelsecanweautomateoffofadatadefinedcriteria?
Splunk:CoreToOurCulturePhase1Phase2 WehadverystrongtopdownExecuJvebuy- ‐in PullinBusinessDatainaddiJontothestandardTechieData andmakethemfeelthebenefits Training,training,training Celebrateeverysuccess peciallyintheDevelopmentpipeline ��Yes’,makesureitisdelivered deallyintothenon- ‐techieteams Moretraining hing wherewearenow): opJonofSplunkcapabiliJes ChallengeastowhySplunkwasn’ttheanswer oardsandtraining! Morethan50%ofusersshouldbeself- hboards
e’dataandBusinessData:
Splunk:ThePointOfDataCoalescingBusinessData: ustomersurveyresponse,markeJnginformaJon,training Service,InfrastructureandPipeline(Techie)Data: ThisistypicalSplunkdata(foraSaaSbusinessanyway )–applicaJonandinfrastructure caJonandpushedintoSplunk AllWindowsevents Performancedata Infrastructuredatai.e.Firewalllogs CDpipeline
Splunk:ManagingTheServicePlaOormITSI non- ‐technicalstaffTriggerautomaJon
pplicaAon gtheplaOorm.DevelopersbuilddashboardsforSupport
Splunk:SurfacingInformaJonForSelf- Jon,andadopJon,ofdashboards.Pull adopJonofourservices
Splunk:SurfacingInformaJonForSelf- Jon,andadopJon,ofdashboards.Push heycreateadashboardthatpromotesself- ‐service one,welooktodelivertheseaspartofnewreleases
tenAon(NDR) urserviceovertheaccounJngyear.Typicallysub- ‐classifiedasavoidableandunavoidable. nyouarechurning.Anythingabove110%isworldclass. ,themedianuserchurnis10%andmedianrevenuechurnis7%. tenJal.
UsingSplunkToDeriveKeyBusinessData
NewBusinessOnboarding(PS)CapacityManagement T 1Salespipelinedrivencapacitymodel ifferentdisciplineteams:– �� Doweneedtohire/move/trainstaff?– ipeline Usedby:–Salesteam–OnboardingTeam–COO ThesechartsarereportedtotheIntellifloBoard
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IntellifloCustomerHealthModelReducingChurn Firmshaveascoreoutof100calculatedCHscore tusCustomerHealth:FirmDistribuAon600500No.Firms 40030020010000- ‐10RedAmberGreen120- ‐3030- ‐4040- ‐5050- ‐6060- ‐7070- ‐8080- ‐9090- ‐1001683521144748352175616116173474255127
IntellifloCustomerHealthModelMaximisingNDR Firmshaveascoreoutof100calculated CHscore (numberofaccruedpoints/100)*100% �rmsinthatcohorthadbeenupsoldto happycustomersbuymorestuff,whoknew!! AccountManagersusethisdatato:- hhighscoreswhohavenotboughtfromusrecently- gUpsellscore.700600500400300200100010- ‐1930- ‐3940- ‐4950- ‐5960- ‐6970- ‐7980- ‐89SoldNotSold1132290- ‐1004244113228266105213240345
queryandvalidatecontactaddresses. pipelineoffirmssigningupforthenewservice scertainperformanceandinvesJgateissues utomatedbilling
ExecuJveAndBoardEngagementDataprovidedtoC- etenJonandChurn
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UsingDataEffecJvelyInTheEnterprise1. Understandyourdatamodel2. onsistencyacrossplaForms3. Makedatatrulyaccessible ineverysense4. stheartofthepossible.
THANKYOU
Splunk:*Core*To*Our*Culture* Phase1 (Planng’the’Seed): We*had*very*strong*top*down* Execuvebuyin Pull*in*Business*Datain*addiJon*to*
